In essence, reducing duplicate service requests by adding further updates to comments.
A really good example is that we monitor Microsoft Health incidents and advisories. I can see the summary can be something we can build into an automation rule to compare, as the subject of the email (summary in jira) contains the incident # followed by the name. E.g.
EX918851: Exchange Online Service Health Incident
So I was thinking that the logic would be:
If incident raised > if raised by sender XYZ then compare the summary field first character block matches an existing ticket first character block (which the ticket may or may not be open), then if it matches, simply just add it as a comment and close the duplicate ticket.
Hope that makes sense for what i'm after?
